Frequently Asked Questions (FAQ’s)

General Questions
Can I know whether your Pharmacy is licensed?
Certainly, we are a licensed pharmacy offering prescription medications online. Our licence number: 3760203073610/4332
What are your hours of operation?
Our website/mobile application is open 24 hours a day, 7 days a week. Call Centre support is available from Sunday to Friday, 10:00 am to 06:00 pm. You may drop your message anytime. The customer care executive shall respond back to you on immediate basis.
What is your office address and phone number?
Our office address: Chettrapati- 18, Kathmandu, Nepal
Our hotline number: +977-98092-48293, +977-1-4258796
How do I contact Pharmacists at
To contact our pharmacists online, you can send your questions by using either “Ask Our Pharmacist Your Questions” option available in web page the drug information pages or by completing the form in the Contact Us section where “Ask Our Pharmacist Your Questions” should be selected. It’s a free service!
How can I save more at
At, you have quite a few avenues to save on your purchases of any products:
Rewards for You! Nepills has a Reward Points Programme by which you automatically score points on any of your purchases. Once you have received enough points, you can convert those points into earnings and redeem it on your future orders. You get to see more savings when you shop regularly for all your health products at our one-stop pharma. To know more about our Reward Points program, click here.
What are's Privacy and Security Policies?
At, your privacy and security are extremely important to us. We are committed to protecting the confidentiality of your personal information (your name, address, email address or credit card information) and we never share them with any other person or company. It is used solely by our authorised personnel to process your order. We use the latest electronic security measures and our servers are protected by secure firewalls to prevent unauthorised access to your personal data.
Do you accept any Insurance Plans?
No, we do not accept any insurance plans. However, we can provide invoice and receipt towards your order to claim your insurance. But, in most cases, you will find our low-priced medications to be of great value compared with that of your insurance plan.
What is’s return and refund policy?
To know about our Return and Refund policy, please click here
To know about our Return and Refund policy, please click here
Yes. uses third-party payment processing services to process all credit/debit card payment transactions. The payment ensures all cardholders’ data is stored, processed and transmitted securely by using the industry standard encryption technology.
Why is the image shown on the website different from the item I received?
Although we make every effort to ensure product images on our website are identical to the item you receive, occasionally actual product colour may vary from the image shown. We cannot guarantee the accurate representation of the product because not all computer monitors may have the same colour settings. Please note that product image on our site is for illustrative purpose only.
Medicine Questions
Are medications available at safe?
Yes. The medications that you purchase at our pharmacy are of the highest quality. The prescription medications we provide are procured from world-class and well-recognised pharmaceutical companies. They are manufactured under government supervision, prepackaged in factory-sealed blister packs and untouched by human hands.
Why do the pills I ordered from look different from those I get from my local pharmacy?
According to the trademark laws, generic pill is not allowed to look exactly like its brand-name version. So the pills (generic version) you received normally will look different from their branded counterparts, even though both contain the same active ingredient(s) and work in the same way exactly.
What is the meaning of Generic Drugs?
Generic Drugs, also known as Generics or Generic Medications, are drugs that are marketed without brand names and are considered identical as their brand-name counterparts in all respects such as strength, dose, active ingredients, intended use, route of administration, efficacy, bioavailability and safety.
Is it safe to use Generic Drugs?
Yes, all of our generic drugs are procured from the world-renowned manufacturers and thus our generic products meet rigorous specifications and are strictly regulated for safety, quality and potency. By law, generic drugs must be bio-equivalent to brand-drug counterparts.
Ordering Questions
What information do you need from me to process my order as fast as possible?
In order to process your order quickly, we need the following details from you:
Your billing/shipping information
Your prescription (required for the order of Prescription medicines).
Your payment details.
What forms of payment does accept for online orders? accepts the following forms of payment: 
Net banking, Cash on Delivery (COD), Khalti
What if I can’t find the products/medications I am looking for in your website? stocks a wide range of pharmaceuticals and other healthcare products. However, if you do not find what you need, please feel free to contact our pharmacists by emailing to at We will get back to you as soon as possible to let you know the availability of the requested medication/products.
Are all your product prices quoted in Nepalese Rupees?
Yes, all product prices quoted in our website/mobile app are in Nepalese Rupees.
How is my order packaged? takes greatest possible care in packaging your order. Untouched by human hands, your order will be packaged in factory-sealed blister-packs.
Are there any other hidden charges?
No. There are no hidden charges in any of our products.
Does charge any professional fees on prescription drug orders?
No. does not charge any additional professional fees on your prescription drug orders. The Pharmacist review charges are already included in the listed prices of our products.
Delivery Questions
Does deliver products to any location in Nepal?
Yes, we currently deliver products within Nepal mainly catering to metro cities 
How long will it take to deliver my order?
Delivery times may vary depending on the delivery location as well as the type of product you order. For deliveries within Kathmandu shall be done in maximum of 24 hours.
What are your delivery charges?
Delivery charges for any order is free
What is Cash on Delivery (COD)?
Cash on Delivery (COD) is a payment method by which you can pay for your ordered item(s) in cash when the courier company delivers the item(s) to you at your delivery address.
Don't own a credit/debit card? Or don't wish to pay online? Rather than making any advance online payment, Nepills' COD option gives you the flexibility to pay the complete order amount on delivery.
What are the charges for Cash-on-Delivery (COD) payment method?
COD orders are not charged for any order value.
How do I pay by Cash on Delivery (COD) method?
Payment by COD option is easy. Just follow these simple steps:
1.In the website, select the products you need to purchase, add them to your cart and then in the Payment & Order Review page, select Pay later which basically means Cash on Delivery (COD) as your payment method.
2.Click the “COMPLETE PURCHASE” button. Once the approval is done, your order will be dispatched.
3.Once the courier agent delivers the order, you will have to pay him the complete order amount in cash.
How do I pay by Cash on Delivery (COD) method?
Terms & Conditions for COD payment:
The minimum order value for payment through COD is Rs.500.
No COD charges are in addition to the standard delivery charges.
Only Nepalese Rupee is accepted in the COD payment method.
Payment through credit/debit cards, DD, cheque or any other means is NOT accepted in the COD payment. COD is strictly a cash-only payment method.
COD orders that are not confirmed will be automatically voided in 48 hours.
Any items can be ordered through a COD transaction.
How do I know if my order has been shipped?
You’ll get email confirmation of your order along with tracking details and you can always login to your account and track status. If the status of your order appears as “In Transit”, your order has been shipped. You can also get information regarding your shipment by calling our Customer Service number: +977 98092-48293. Once your order is handed over to the courier company, you shall get sms/notification with the personal details of the person delivering the product.
How will I know the status of my order?
You can check your current order status by simply logging into your account. This lets you track your order in real time. Alternatively, you may check the status of your order by calling our Customer Service number: 98092-48293
How do I cancel my order?
If you wish to cancel your order, you can send an email request to
Can I change my delivery address after I have placed my order?
If your order has not been shipped yet, then we can deliver to a different address as per your request. To know further, you can contact us via the online chat or call at 72007-12345 or email to
How is my order packaged? takes greatest possible care in packaging your order. Untouched by human hands, your order will be packaged in factory-sealed blister/strip packaging.
How will my order be delivered?
Your order will be delivered by EMS or Courier, depending on your pincode and location

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